Everything you need to know about travel insurance claims 

How do travel insurance claims work in the UK? 

While every travel insurance claim is specific to its situation, most follow a similar structure: 

Step 1: Contact your travel insurer as soon as possible 

As soon as possible after an incident occurs, contact your travel insurer using the claims number in your policy documents. Most insurers offer 24-hour emergency assistance lines, especially for medical situations abroad.  

If you’re unsure who to contact about your travel claim, or can’t get through, anyone insured through a broker can contact them for help to initiate the process. 

Step 2: Take immediate action to limit loss 

While insurers will consider the full scope of the losses and/or costs incurred, they would expect you to act reasonably to minimise losses. For example: 

• Seek medical attention promptly 
• Report theft to local authorities 
• Contact airlines or travel providers with regards to delays or cancellations 

This is an important part of a travel claim process and may impact the outcome. 

Step 3: Gather supporting evidence 

To support your travel insurance claim, you’ll typically need: 

• Receipts or proof of purchase 
• Travel documents (tickets, itineraries) 
• Medical reports or certificates 
• Police reports (for theft or loss) 
• Written confirmation of delays or cancellations 

The stronger your available documentation, the smoother your claim is likely to be. 

Step 4: Submit your travel claim 

You’ll complete a claims form, usually online or via email, and submit all required documents. 

Accuracy is crucial. Any missing or incorrect information can delay or even harm the process. 

Step 5: Submit your travel claim 

The insurer will assess your claim against your travel policy terms and may: 

• Request further information 
• Approve the claim and issue payment 
• Partially settle based on policy limits 
• Decline the claim if it falls outside cover 

If you are unsatisfied with the rejection or reduction of a claim, there is a claims appeal process available in the UK. 

Optional step: Ongoing support 

At Norton, your personal client manager remains available throughout the process, helping you understand decisions, communicate with insurers and ensure everything progresses as expected. 

This is just one of the advantages covered in our guide to the benefits of using a travel insurance broker. 

Five key things to know before a travel insurance claim 

 1. Check what your policy actually covers 

Not all travel policies are the same. Your cover may depend on: 

• Your destination 
• Activities included in your trip 
• Medical disclosures 
• Policy limits and exclusions 

For example, activities like skiing or adventure sports may require additional cover. This is why it’s important to be informed on all these factors when choosing a policy. 

2. Declare everything upfront 

One of the most common reasons claims are rejected is non-disclosure. If you have: 

• Pre-existing medical conditions 
• Planned high-risk activities 
• High-value items being transported 

You must declare these factors as clearly as possible when arranging your policy. Failing to do so could invalidate a claim when it comes to be reviewed. 

3. Try to recover costs elsewhere first 

Travel insurance is often a last resort. Before claiming, it is worth exploring: 

• Refund policies from airlines or travel providers 
• Compensation schemes (e.g. flight delay compensation) 
• Claim options through credit card protection where applicable 

Your insurer will usually expect you to take reasonable steps before submitting a claim, and if you can recover some cost elsewhere first, it will help reduce the impact on future premiums. 

4. Understand your travel policy excess and limits 

Every travel insurance policy includes an excess, the initial amount you must pay towards a successful claim. If the costs incurred are only slightly above your excess, it may not be worth claiming, especially when considering impacts on raising future premiums. Also be aware of: 

• Maximum claim limits 
• Sub-limits for valuables 
• Specific conditions for different claim types 

5. Speak to your travel broker first  

One of the biggest advantages of insuring through a travel insurance broker like Norton is having expert advice before you act as well as throughout the claim process. We can help you: 

• Decide whether to claim 
• Clarify what your travel policy covers 
• Guide you through next steps 

This reduces the risk of the wasted time, energy and cost of an unnecessary or unsuccessful claim

Common types of travel insurance claim 

Trip cancellation or curtailment 

One of the most common claims, covering situations where you cannot travel or must cut your trip short due to unexpected events, whether related to your own health, or travel provider issues. 

Medical emergencies abroad 

Medical treatment overseas can be extremely expensive. Travel insurance can cover: 

• Hospital treatment 
• Emergency evacuation 
• Repatriation to the UK 

Lost or stolen belongings 

Claims for lost luggage or stolen items are also very common. 

As previously highlighted, high-value specialist items such as winter sports equipment or musical instruments may need to be specifically stated and considered as part of your policy. 

Impact from travel delays or missed departures 

If your travel plans are disrupted, your policy may cover: 

• Additional accommodation 
• Alternative transport 
• Compensation for delays 

Personal liability 

If you accidentally injure someone or damage property while abroad, your policy may provide cover. 

Mistakes to avoid when making a travel insurance claim 

Not reporting a travel claim promptly 

Failing to report theft, loss or incidents to the appropriate authority can invalidate your claim, so it is vital to do this wherever possible, even during what is likely to be a stressful and/or upsetting time. 

Delaying your travel claim 

Many claimants understandably want to wait until they return home before making a claim, but after that point, it should be reported as soon as possible. Delays can complicate or weaken a claim. 

Not keeping supporting documentation 

Missing receipts or evidence, from medical bills to police reports is one of the most common reasons claims are delayed or rejected. Try to source as much evidence as possible to support your claim.